Elizabet Plepis
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Recent activity by Elizabet Plepis-
š£ Update: Updated style and Performance Metrics right inside the ticket window
To assess the agent's support quality in a ticket, it's not always enough to rely solely on message content. Checking ZD events, ticket details, and relevant productivity metrics can provide valuab...
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š£ Release: Ticket filtering for QA rating
Having too much data in front of you isn't always beneficial. You can get lost, focus attention on unimportant details, and miss crucial information entirely. But what if we could narrow down our o...
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š£ Update: Zendesk Hours Metric
Hello there! Have you heard the good news? We're working hard to provide you with even more precise information on your agents' productivity results just in time for your busy summer season! š¤© As a...
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Total vs Average
InĀ Team Scorecard, when visiting for a quick glimpse of the latest team's results, you may notice the aggregated results in the form of TotalĀ andĀ Average.Ā Ā š For some metrics, such as Total Tick...
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š£ Release: QA Insights - Root Cause Dashboard
While it is important to understand the quality results of your team and individual agents, you still need to know how to improve these results and what are your biggest opportunity points.Ā A newl...
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Introduction into the QA House
Welcome to the QA House, a place where all your post-QA processes are handled, and preparation for a team or individual agent meetings is done! The Quality Assurance processes have sever...
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š£ Update: New QA scorecard concept
Did you know that more than 80% of our clients use the QA tool on a daily basis? Because of this, optimizing our QA solution has become our top priority. We are happy to present you with our brand-...
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š£ Update: More Productivity Metrics inside the Scorecard
The holiday season is coming and your teams need to be ready for the rush! š¦øš¼āāļø Now more than ever, team leads need to ensure that their agents are productive, efficient, and super motivatedĀ to ta...
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š£ Update: More insights for the "Talk" channel
Customer Support agents are always here to assist their clients through any channel imaginable ā Email, WhatsApp, Live Chat, and, of course, phone.Ā To get more insights on the result of different ...
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š£ Update: QA result Export with the extra Brand field
The QA rating feature is a tool that is used every day by the QA department. It is very important to keep track of rated tickets and results. While at the moment QA Experts have a chance to Export ...